Refund policy
Cancellation and Returns
Please note that Hampshire County Council offers a range of services and products, each governed by its own specific terms and conditions. Your eligibility for a refund or return is determined solely by the terms and conditions applicable to the individual service or product purchased.
We recommend that you review the relevant terms and conditions at the point of purchase. Refund availability, timescales, and any applicable conditions will be set out in those specific terms. Where no specific refund provision is stated within the relevant terms and conditions, please contact us to discuss your query further.
If you are unsure which terms and conditions apply to your purchase, please contact us before completing your order.
EU Right of Withdrawal
If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order (or the last item in your order, if delivered separately), without giving any reason.
How to exercise your right of withdrawal
To exercise this right, you must notify us of your decision before the 14-day withdrawal period expires. You can do this by:
- Logging in to your customer account and submitting a cancellation or return request, or
- Contacting us at hantswebshop@hants.gov.uk
We will acknowledge your request promptly.
Returning items
Once you have notified us, you must return the items to us without undue delay and no later than 14 days after notifying us. You are responsible for the cost of return shipping unless we have agreed otherwise.
Items must be returned in their original condition. We reserve the right to make a deduction from the reimbursement if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics, and functioning.
Refunds
We will reimburse all payments received from you, including standard delivery costs (but not any additional costs if you chose a more expensive delivery option), without undue delay and no later than 14 days after we receive the returned items (or evidence that you have sent them back, whichever is earlier).
Refunds will be made using the same payment method you used for the original transaction.
Exceptions
The right of withdrawal does not apply to:
- Goods made to your specification or clearly personalised
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
- Digital content where download or streaming has begun with your prior consent